Thanks — good call. For context, IVR is the "Press 1 for English, Press 2 for..." menu that most hotels use before routing calls. The key finding was that remov

Thanks — good call. For context, IVR is the "Press 1 for English, Press 2 for..." menu that most hotels use before routing calls. The key finding was that removing it made our metrics look worse, but actually revealed callers we were losing silently at the IVR stage.